According to a recent Jupiter Research Report entitled "U.S. Customer Service
& Support Metrics, December 2005," 92% of Web sites offering email as a customer
support option, only 41% acknowledge receipt of customers' messages with
automated email responses.
The research also shows that since 2000, the number of sites meeting a 24 hour
threshold for email response continues to decrease. In fact, only 45% of sites
resolved email inquiries within 24 hours. The most significant trend, however,
is that 39% of sites took three days or longer to reply or did not respond at
all. The number of these sites has grown 7% year over year from 2000 to 2005.
"Our research highlights a continued struggle among companies to master the
email touch point," said Zachary McGeary, Associate Analyst at JupiterResearch
and author of the report. "This growing segment of unresponsive companies is
damaging customer loyalty and retention. These companies must either invest in
appropriate technology or deprioritize email as a service touch point," added
McGeary.
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